NCJ Number
87155
Date Published
1981
Length
30 pages
Annotation
This paper describes a conceptual framework for the study of consumer product and service disputes which begin with consumer purchases and the problems experienced with these purchases.
Abstract
The model includes grievances (a belief that one has a right to corrective action with regard to a consumer problem), claims (an effort to gain redress), and third-party dispute processing. The conceptual framework is tested in a survey instrument which attempts to measure the concepts from purchase and problems through disputing. Data from a pretest reveal that the number and type of consumer problems elicited in survey interviews are influenced by instructions to respondents. In developing the survey instrument, product and service purchases during the past year were selected as the entry point so as to maximize the representation of types of problems encountered with consumer purchases. Detailed questions were written about perceptions of the problems, perceptions of and interaction with product and service providers, interactions with primary and secondary brokers (persons or agencies that define and manage consumer problems, grievances, claims, and disputes), and interactions with dispute forum representatives. The survey test found that respondents do not have total recall about the problems they encounter and what, if anything, they do about them. The range of problems experienced with different products and services was especially sensitive to selective memory. Unless respondents are trained to focus on problems and remedial actions, important details will be missed in any survey. On the other hand, the survey must also deal with false or trivial information from overstimulated respondents. Tabular data from the survey are provided, along with an illustration of a model of the disputing process. Instructions to respondents are also provided, together with 12 references.